Money-back & Return Policy

We are committed to ensuring the satisfaction of our customers. Our Money-back & Return Policy (“Policy”) is designed to promote a transparent and fair transaction process. This Policy applies to all users of the WOOKEIN platform and is part of our WOOKEIN Trade Trust program.

Eligibility for Money-back & Return

  • Return Process
    • Buyers may cancel their order and request a refund if the seller has not processed the order within 30 days of payment.
  • Non-Delivery
    • If a seller fails to deliver the items within the agreed-upon delivery time, the buyer is entitled to a full refund.
  • Not as Described
    • If the items received are significantly different from the product descriptions or samples provided, buyers may return the items for a full refund or replacement.
  • Quality Issues
    • For items that have quality issues or are damaged upon arrival, buyers can return the items for a refund or replacement.

Return Process

  • Initiate a Return Request
    • Buyers must initiate a return request within 7 days of receipt by contacting WOOKEIN customer service.
  • Provide Evidence
    • Buyers are required to provide evidence of the issue, such as photos or videos, to support their claim.
  • Seller Review
    • The seller will review the claim and may offer a resolution such as a refund, replacement, or repair.
  • Dispute Resolution
    • If the buyer and seller cannot reach an agreement, WOOKEIN will mediate to find a fair resolution based on the evidence provided.


  • Refund Processing
    • Approved refunds will be processed within 7 business days.
    • Refunds will be issued to the original payment method unless otherwise agreed upon.
  • Partial Refunds
    • In cases where only part of the order is affected, a partial refund may be granted.


  • Custom-made or personalized items may be exempt from this Policy unless they are not as described or have quality issues.
  • This policy may not apply to perishable goods, which include items with a limited shelf life that are susceptible to spoilage, such as beverages and ethnic delicacies.
  • Orders not covered by WOOKEIN Trade Trust are not eligible for this Policy.

Policy Changes

  • WOOKEIN reserves the right to modify this Policy at any time. Changes will be communicated through our platform.

Wookein Trade Trust Program

It is How Wookein Ensures The Protection Of Your Payment.  Wookein uses escrow to establish trust and payment protection from the moment of purchase to the delivery of goods. Read more about Wookein Trade Trust